Meon Health Practice
Yew Tree Drive, Whiteley, Fareham, PO15 7LBContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Rubbish
Rated 1 star out of 5
by Eliza charman - Posted on 04 February 2025
Pointless phone appt. Not helpful on the slightest and had to wait 8 days for a telephone appt from when we were triaged just to be told use calpol as if we weren’t doing that already. Also told the referral was sent to the wrong place first. Also the first original appt at the beginning of January. I triaged an for an appt on the 30th December and nobody got back to me, I then received a text on the 6th January to confirm a face to face appt the next day! Luckily my husband could attend with my daughter. The whole surgery is ridiculous. There’s nobody ever there and trying to get any kind of appt is a joke.
Visited January 2025
Review titled Meon Health Practice
Replied on 05 February 2025
Dear Eliza Charman, Thank you for taking the time to contact the Practice via NHS Rating and Reviews regarding your recent experience with us. We are sorry to hear that you are unhappy with your recent contacts with the practice. Please allow us to assure you this is not the level of service we pride ourselves on delivering. All feedback helps us understand what we are doing right and where we can make improvements, and your feedback about your recent telephone consultation access to appointments and a referral will be shared with our Practice Management as we continuously work to address areas of concern and further improve our service. These reviews are incredibly valuable to our practice as they really do help the team identify areas for improvement and also help others in the community learn more about our services. Your insight is appreciated and if you have any further concerns, please do let us know. You can contact us directly via our website should you wish for a more formal response: www.meonhealthpractice.co.uk/feedback/ We would like to take this opportunity to assure you all of our teams are working extremely hard to meet the demand we are seeing on our service. Please accept our apologies once again and thank you again for contacting us and for being part of our practice. Yours sincerely, Gareth Evans Operations Manager
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Review titled Great doctor
Rated 5 stars out of 5
by Anonymous - Posted on 23 December 2024
Lovely doctor. She was very attentive, checked our son thoroughly and reassured us all. This eased our worry and kept us in the know for what to look out for.
Visited December 2024
Review titled Meon Health Practice
Replied on 24 December 2024
Dear Patient, Thank you for taking the time to contact the Practice via NHS Rating and Reviews regarding your recent experience with us. Your feedback about our attentive doctor who helped you and your son with a thorough and reassuring consultation helps us understand what we are doing right and where we can make improvements. We are delighted to hear that you had a positive experience with us and our great doctor and will ensure this is shared with our staff. These reviews are incredibly valuable to our practice as they really do motivate the team and also help others in the community learn more about our services. Wishing your son well, and wishing you all a Merry Christmas and a Happy New Year! Once again, thank you contacting us and being part of our practice. Yours sincerely, James Leach Digital Transformation and Data Manager
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Review titled Great GP and brilliant support from the receptionist
Rated 5 stars out of 5
by Ricky Rossiter - Posted on 28 December 2024
I was able to see a GP urgently right before the Christmas break, thanks to the amazing receptionist and also the outstanding GP who due to the urgency helped me.
Visited December 2024
Review titled Meon Health Practice
Replied on 30 December 2024
Dear Ricky Rossiter, Thank you for taking the time to contact the Practice via NHS Rating and Reviews regarding your recent experience with us. Your feedback about our great GP and brilliant support from the receptionist helps us understand what we are doing right and where we can make improvements. We are delighted to hear of your positive experience with our outstanding GP and amazing receptionist who helped you with your urgent issues before the Christmas break and we will ensure this is shared with our staff. These reviews are incredibly valuable to our practice as they really do motivate the team and also help others in the community learn more about our services. Wishing you well with your recovery and care plan, and for a Happy New Year! Once again, thank you contacting us and being part of our practice. Yours sincerely, James Leach Digital Transformation and Data Manager
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Review titled Practice replied promptly
Rated 4 stars out of 5
by avrilhodgkins - Posted on 16 January 2025
I did a reading on the blood pressure gauge in the surgery and handed it in to reception. Very quickly I was asked to do a one week am and pm reading of my blood pressure. I did point out that the reading in the surgery was not right and perhaps no need to continue. Was advised to continue. Readings submitted all ok then needed further blood test and ECG etc 1 math later. All prompt but did wonder is this action created with AI hence inability to alter after different readings from surgery. Otherwise am going ahead with the tests etc Also a blood reading name up with a couple of small probs. Recheck blood test confirmed ok Good to know we older ones are being looked after. Thank you.
Visited December 2024
Review titled Meon Health Practice
Replied on 16 January 2025
Dear Avril Hodgkins, Thank you for taking the time to contact the Practice via NHS Rating and Reviews regarding your recent experience with us. Your feedback about your recent experience with the practice in relation to your blood pressure readings, helps us understand what we are doing right and where we can make improvements. We are delighted to hear of your positive experience with the practice and we will ensure this is shared with our staff. Please do feel assured blood pressure readings submitted by patients, regardless of the submission method, are reviewed by our clinical teams for the appropriate next steps. These reviews are incredibly valuable to our practice as they really do motivate the team and also help others in the community learn more about our services. Once again, thank you for contacting us and being part of our practice. Yours sincerely, Gareth Evans Operations Manager
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Review titled Online medical bookings aren't enabled at the claimed times
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2024
Their web site and staff state online urgent medical requests for are available from 8.00am Mon-Fri. However when I have tried to use this facility from 8.00am during normal weekdays and the 'Medical request' option is not enabled so I could not make a request. The 'Admin request' option is enabled on time hence the system is working, but they are just choosing to not enable the online medical request system. For those of us that are supposed to be working at the 8 to 8.30 booking time or have issues that affect speaking this is a real problem. The alternative is to phone and then wait on the queue for 25 to 30 mins when in work hours.
Visited November 2024
Review titled Meon Health Practice
Replied on 22 November 2024
Dear Patient, Many thanks for taking the time to provide your feedback and we are sorry if you had difficulties requesting an appointment, and in your contacts to us. Please note our website states you can contact us for urgent advice in the following ways: online via Anima (availability to submit a medical request online depends on our clinical capacity) phone 01329 845777 in person at our three surgeries As per the above, any patient can contact us by telephone or in person for any urgent medical requests during our opening times, but we openly communicate online requests are limited. This information is repeated on the Anima homepage: ‘We accept urgent requests from 8am, Mon to Fri, and routine requests from 11am, Mon to Wed, until the online limit is full.’ We apologise if this was not clearly communicated to you by any of our staff. Please note for all decisions to enable online medical requests, unfortunately, there is a national issue with access to GP appointments. So we can provide a ‘safe service’ to our patients while maintaining a safe environment for our staff, we can only allow a predetermined number of online requests based on our clinical staffing (capacity) to avoid burnout and support staff wellbeing. So far in November (correct as of response 22/11/24) our numbers show the Practice held more than 3,700 consultations via our GP-led Total Triage service with over 500 medical requests being submitted directly to us online. While the option to submit requests online are not infinite, please be reassured again if any patient has an urgent issue, these can be submitted in person or by telephone. We apologise if you experienced a wait time of 25 to 30 minutes in your contact, but please note our telephone numbers and wait times are greatly improved after much hard work has gone into recruitment, training, and installation of a new telephone system this year. Our busiest call times are between 8am and 11am, and our staff are doing their very best to respond to patients as quickly as possible. Please also note that calls take time. We train our staff to ask lots of questions to make sure we get quality, detailed information. Adding to the time we require to handle calls appropriately, we still receive many enquiries, about things that could be done by patients quickly online, using admin requests you refer to. We also remind you our staff are human and sadly, we need to offer more breaks after increasing levels of abuse. Inevitably, this has a detrimental impact on retention and sickness, as well as wait times. We apologise again for the experience you detailed, and trust our response both addressed your concerns, and provided important context to our services and improvements. Thank you again for providing this rating and review and being part of our Practice. We use all feedback to improve our services where appropriate. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Exceptional service
Rated 5 stars out of 5
by Marie Fitzgerald - Posted on 05 October 2024
My first time at my new practice when I rang at 8 15 am the young lady was most helpful I got an appointment for 10 am the lady on reception with red hair was very friendly then I saw an amazing doctor Indian I think, who was very thorough who sent my prescription next door which I collected in 5 mins my goodness what a positive experience thank you to all concerned.
Visited October 2024
Review titled Meon Health Practice
Replied on 07 October 2024
Dear Marie Fitzgerald, Many thanks for taking the time to share your positive feedback and five-star review. We are delighted to read of your exceptional service as a new patient, as this is the standard we set for all our patients. We have passed your kind words on to all our staff regarding our helpful telephone team, a friendly receptionist and the amazing doctor at Whiteley. It’s brilliant to see you had such excellent and speedy help getting a prescription when you needed medical advice from your early morning call at 8.15am to the face-to-face appointment at 10am. Thanks again for your feedback, and for being a (new) part of our practice. We believe we will continue to offer such a positive experience. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Survey
Rated 3 stars out of 5
by Mayhew - Posted on 29 August 2024
I responded to a survey & confirm that the individuals I saw in the appointments were professional. However, the pertinent point is the system prior to the appointment is so very difficult to navigate that one is so grateful to have a face to face appointment, it is therefore difficult to take a dispassionate view. Therefore I would say any conclusions of the survey need to be tempered by the whole experience of the service. To collect selected information to be published and shared is in my view dishonest.
Visited August 2024
Review titled Meon Health Practice
Replied on 29 August 2024
Dear Patient, Many thanks for taking the time to share this review of your experience with us and thank you for also providing a response to our survey of your recent appointment. Please note the appointment survey you would have responded to is only one part of our patient experience data and this is collectively used along with various other means of patient feedback. Other modes of feedback are inclusive of but not limited to this NHS Ratings and Review response tool you have used to share this experience with us, feedback we receive in writing (via our website, letters, etc) and verbally via the telephone and in person contacts, and other modes of external patient communication/experience tools. We us all feedback and experience available to us to help understand what we are doing right, and where we can make improvements, as well as sharing this collective information we receive both internally and externally as appropriate. We want to thank you for confirming you found the individuals who consulted with you professional, and we acknowledge your frustrations with the systems prior to your appointment being difficult. We will use your feedback, along with all aforementioned modes of patient experience contacts, to help us identify areas for improvement within our services. Once again, thank you contacting us and being part of our practice. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled Poor Service and Long Waits for Anything
Rated 1 star out of 5
by Anonymous - Posted on 05 September 2024
When calling at any time of the day the wait on the phone is extremely long, but when you finally get through the service is non-existent. Multiple times we have called up and when the phone is answered the person very abruptly asks for a date or birth and then name. There is no compassion or customer service from the start. I needed a form to transfer some medical records which I physically went into the surgery for. Given it’s always so busy on the phones I was quite surprised the waiting room was empty. I was told that only one person at the surgery had access to the form and it would be sent to me. I did get a follow up call to say they have the form and will post it to me which was great and unexpected, but the form never arrived so I just sourced it myself. When submitting admin requests through anima, as soon as they respond the query is closed down so you can’t easily go back to the response. It’s as if that is another case dealt with, get it shut down so we can log it as a good statistics We have been waiting months to get a private medical which we have to do through the GP. Every time we chase we are told we are now a priority but they have to wait for availability.i understand it needs GPs to do overtime or come in on their day off. But it equally just feels like a great excuse they hide behind every time. This is now impacting us personally in our lives and there is little to no accountability for the extremely poor service this surgery provides. When questioned about the service, apparently it’s due to NHS shortages. But that doesn’t account for rudeness on the phone or waiting forever to actually speak to someone on the phone, which surely they could employ more staff to do. Also, why are other surgeries in the area praised for their service and it seems Whiteley is stuck with an inadequate, efficient service and struggle to register with any other local surgery. Google and Facebook reviews match the other reviews on here, but according to the surgery should be ignored as they are not accurate or true. Does make you wonder if everyone is saying the same thing, why should everyone disregard them.
Visited August 2024
Review titled Meon Health Practice
Replied on 06 September 2024
Dear Patient, Thank you for taking the time to share this experience and we are sorry you feel the service we have delivered to you is not to your expectation. Please note at the time of your contact, we have been open and honest with restrictions of our services due to planned and unplanned absences during July and August school holidays. This information is proactively communicated via website, telephones, the Anima online system, and our staff where relevant. We are sorry if you had difficulties contacting us by telephone as our telephone data shows much improved numbers following the introduction of online communications via Anima at the start of 2024. There are times during peak hours or of high staff absences where these continue to be an area for improvement, and our team are always working to respond to patients as quickly as we can. If our staff have been abrupt or lacking compassion, we of course apologise as this is not the standards we expect, and we would like to investigate this further. We cannot investigate this directly as you have provided this feedback anonymously, so we ask you please contact us so we can listen to your call recordings for learning and improvement. You can provide your feedback directly to us and read how to submit a complaint or concern on our website: www.meonhealthpractice.co.uk/feedback/ Regarding requests in Anima, these are either closed with an outcome that does not require response, or open dialogue messaging is used for further information/responses where appropriate before a final outcome is sent. We can investigate this for clarity, along with your call recording, if you provide specific and identifiable details to us as above. Regarding your private medical, we are sorry if you experienced a wait that did not meet your expectations. While we understand these requests are important to our patients, unfortunately, as you indicate, all non-NHS work must be done outside of our usual hours which can only be used for NHS work in accordance with NHS guidance, and this makes our availability to offer these services very limited. All our staff are working incredibly hard to meet patient demand during our opening times, and any additional overtime is often used to support our core clinical services we must provide and prioritise. We apologise again for the experiences you detailed, and we will be happy to investigate this to identify any errors and improvements on our part and offer a more specific response if you raise this directly with us. Thank you once again for your feedback, and for being a part of our practice. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Digital Transformation and Data Manager
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Review titled No support
Rated 1 star out of 5
by John Harniman - Posted on 06 July 2024
I recently could not travel a booked holiday but due to having pneumonia and a 10 day hospital stay I had to cancel my holiday. I needed the surgery to complete a firm for the insurance and spent time completing it all for the doctor to help save them time. When giving the form to the receptionist they told me it will take 6 weeks for the doctor to look at it. I thought at the time it was excessive but if that was the process of the surgery then so be it. I was told if I was lucky it might take 4 weeks and should contact them then if it was ready. I waited 4 weeks, contacted the surgery but it was not ready. Knowing that their process was 6 weeks I accepted this politely and no offending anyone. Now when the 6 week period arrived it was still not ready. It’s disappointing that they say their process is 6 weeks and they have failed to meet their own process timescales. So I used Anima to contact them about this - what a waste of time Anima is. I asked when I will receive the completed form and they replied they did not know but it would be done as quick as it can. Quick as it can is no end date - this could be hours, days, months or years which is nothing short of ridiculous. Further more my Anima request was marked as closed, meaning my request for a date was closed when in fact they did not give me a date and it should have been marked as in progress. Having worked in a professional back ground to close a question without the answer the action would never be closed and left open until the answer was given. So I find their Anima professionalism as very poor. I am a stage 4 cancer patient and this is causing me additional stress and also the insurance claim is for about £3K which is not a small amount of money and not having this is also causing me additional financial stress. The context of my review is as follows; 1) Failing to deliver their services in the timescales as promised 2) Creating additional stress to a stage 4 cancer patient 3) Failing to follow own stated processes which is causing financial worries to a stage 4 patient. 4) Anima replies are just being marked as closed without answering the questions properly. I suspect that they are measured on this so the priority is to close the request and not mark it as in progress. Does this cause me distress, well I am writing this at 3:20am when I should be sleeping and getting rest, so yes this is causing me distress. I have looked on their website about any details about timescales to sign an insurance document but I cannot find it, maybe they can send me the url to the exact page (not website but exact page) where this might be quoted.
Visited July 2024
Review titled Meon Health Practice
Replied on 08 July 2024
Dear Mr Harniman, Thank you for taking the time to provide your feedback and we are sorry to hear the Practice has not met the standard you expect. Regarding point 1, we apologise if our team miscommunicated how long we require to process travel insurance forms and will ensure this is addressed to improve communication in future. For clarity, whilst requests with financial implications are important for patients, they are not considered NHS work and are not permitted under NHS guidance to be actioned in our core hours. Therefore, to complete this work, we must ask our GP staff to do this on top of their regular hours, after their NHS work is completed, and we require up to 90 days for non-NHS work. Regarding point 2, we apologise for any stress this has caused and we hope our explanation is helpful. We do not intend to cause stress to any patients, and we believe we will deliver you an improved experience in future. Regarding point 3, we do our best to prioritise anything that has financial implications, but as above (point 1) this work must be done outside of our core NHS work, at a time when GPs are under considerable pressure to look after patients with clinical concerns that require medical attention. We have a select few GPs who complete non-NHS forms on their days off or the weekend, but this is not easy to organise as additional work is often needed for NHS clinical services we must provide. Regarding point 4, we read through responses and are disappointed you feel these were not closed appropriately. Our staff advised you this work is completed by GPs outside of NHS time, offered to make your request urgent, to which you accepted, and apologised for the distress caused. For clarity, while your Anima request was marked as closed, this did not impact your request for a non-NHS form which remained with our GP team for completion and was upgraded to urgent at your request to give you further support and address issues with timescales suggested. Regarding your request for our exact URL where this information is quoted, please use the following link: https://www.meonhealthpractice.co.uk/clinics-and-services/private-non-nhs-services/ Thank you again for taking the time to share your feedback and we are sorry we have not met your expectations. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Digital Transformation & Data Manager
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Review titled Zero service and zero compassion
Rated 1 star out of 5
by Zero service provided - Posted on 20 June 2024
This has to be the worst practice on the planet. It is bad enough having a medical problem, but when you have zero chance of getting an appointment because the gatekeeper on the reception and the so called online system(Anima) doesn't have any artificial intelligence to understand that a patient has a right to see a doctor, then it is time to go elsewhere. Not everyone can get out of a sick-bed at 08.00 to queue in a car park to be assessed by a non-medically qualified gatekeeper on a a reception. Zero customer service, zero SLAs and zero care for patients. Time to go elsewhere!
Visited June 2024
Review titled Meon Health Practice
Replied on 25 June 2024
Dear Patient, Thank you for taking the time to provide your feedback regarding disappointment in your recent requests to see a doctor. As your feedback is anonymous we cannot directly respond to your contact, but if you would like clarity over how to request an appointment you can find this on our website: Appointments (meonhealthpractice.co.uk) To give some general guidance on how to request an appointment, we do not require patients to queue at 8am as patients can submit requests online (via anima) and via telephone, reducing the need for anyone to visit the surgery in person. We also do not need patients to contact us at 8am. Our surgery is open Monday to Friday from 8am to 6.30pm and if a patient requires same day advice, this will not be refused at any time of day. Our reception staff do not assess patients at reception, but they are trained to ascertain the nature of a problem if required, in order to support the clinical triage step with an appointment request. Generally speaking, we receive a large number of requests from patients to see a doctor which may or may not require a doctor and are often more suitable for another healthcare professional. Each request to ‘see a doctor’ is clinically triaged by our GP-led Triage Team to ensure the information provided by patients for their symptoms are dealt with by the most appropriate person. Alongside our team of GP doctors, we have Advanced Nurse Practitioners, Minor Illness Nurses, Practice Nurses, Phlebotomists, Healthcare Assistants, Musculoskeletal Practitioners, Clinical Pharmacists, Respiratory and Diabetes Teams, Social Prescribers, Paramedics, Health and Wellbeing Coaches, Mental Health Practitioners, and other staff who are able to look after our patients without always needing to see a doctor. Regarding your inability to see a doctor, last week (the time of your contact Thursday 20th June) we offered over 1,000 appointments through our triage system, and over 700 of these consultations were completed by our GPs. We are sorry you feel we are not offering a service that meets your expectations, and we trust this important context and information address and reassures you of these concerns. As your feedback is anonymous, we cannot investigate your contacts directly. If you wish for us to respond to you more formally, please contact the surgery by the following methods: 1. Completing a formal Complaints Form, available from our surgery receptions. 2. By letter to: Complaints Team, Meon Health Practice, 102 Highlands Road, Fareham, PO15 6JF 3. By telephone - 01329 845 777 Thank you again for taking the time to share your feedback and we are sorry we have not met your expectations. We believe this will help us to deliver an improved service in future. Kind regards, James Leach Patient Services Manager